Research & Innovation

Good Return works closely with our partners to pilot new initiatives and approaches. Through the use of technology, data analytics, qualitative assessments and iterative design we aim to be at the forefront of research and innovation in the field of financial inclusion.

Human Centred Design

We implement a Human Centred Design (HCD) approach where appropriate to our field research, ensuring people are at the heart of our focus. While a large component of this is HCD (Human Centred Design), the service design methods include the entire ecosystem in which those people live. This are summarised by ‘the five Ps’: people, process, product, place, performance.

People are core to our methods. From the people receiving and using digital financial services to those implementing and managing them. However, they also need to work with changing processes and products, with considerations for location and performance, so these aspects need to be carefully investigated and mapped alongside HCD.

In a strategic alignment with Fjord, we follow a five step service design process:

Customer Analytics

Good Return is investing in Customer Analytics to deepen its commitment to Client Centered financial inclusion.

Customer Analysis is the structured interpretation of customer data, to identify patterns and trends, that enable more informed decisions to more effectively reach business & social goals

Digital Surveying

Good Return uses Open Data Kit (ODK) to conduct field research supports FSP partners to:

Rapid Data Collection Presentation

Capture borrower profile information

Conduct customer satisfaction surveys

Market research surveys

Poverty measurement (Progress out of Poverty Index – PPI)

Gathering program baseline, midpoint, endline data

Monitoring training program attendance and outcomes

ODK is a highly versatile tool:

Free and open source

Developed with support of Google and Washington University

Requires no special software to run

Highly customisable to build simple to very complex surveys

Ability to use Excel to design and upload surveys

Large online community of users for help and support

Used by numerous organisations worldwide including USAID, Red Cross, UNICEF, International Space Station astronauts!

The ODK Process

ODK: Case Study

Good Return partners with Credit Union Keling Kumang (CUKK) in West Kalimantan in Indonesia, a local organisation who serve over 150,000 clients in the region. Many clients are farmers who require access to suitable loan products and access to fertiliser, seedlings and pesticides.

We used ODK to conduct a survey of farmers in the area to understand more about their needs and how CUKK could better serve them. The results provided CUKK with valuable information and improved customer relations as well as operational efficiency.

Good Return is a registered business name of World Education Australia Limited ABN 39 106 279 225 and AFSL 504804 - a Public Benevolent Institution with full accreditation with the Department of Foreign Affairs and Trade. Good Return is a full member of the Australian Council for International Development (ACFID) and is a signatory to its Code of Conduct.

The information on this website contains general information and does not take into account your personal objectives, financial situation or needs. It is important, therefore, before deciding whether to make a loan that you carefully consider our Identification Statement, which contains our Terms and Conditions. We recommend that you consult a licensed or authorised financial adviser if you require financial advice that takes into account your personal circumstances.